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Mid-level, common ITSM role in a metro market with moderate employer brand and broad skill requirements.
ITIL, incident/change/problem management and ServiceNow skills transfer easily across industries, so low sensitivity.
Explicit 2-4 years requirement plus ServiceNow/ITSM process experience makes shortlisting moderately strict.
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Oversee and facilitate ITIL-based service support processes including major incident, change, and problem management to improve overall service quality.
Coordinate major incident bridge calls, Change Advisory Board (CAB), and Problem Review Board (PRB) meetings to ensure timely resolution and compliance.
Generate governance reports, monitor process compliance, conduct audits, and drive continual service improvement initiatives.
ITIL Foundation Certification preferred.
2-4 years of relevant experience or equivalent combination of education and experience.
Experience with ITSM platforms such as ServiceNow and strong analytical, reporting, and stakeholder management skills.
Degree requirement: Any degree; no strict domain or regulatory requirements specified.
Experienced with operational coordination of ITIL-based incident, change, and problem management processes in a service delivery environment.
Comfortable facilitating governance and operational meetings with multi-stakeholder engagement including clients and technical teams.
Able to produce and interpret service management KPI, SLA, and compliance reports using tools like Excel and Power BI.